1. Class Six Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc.

2.  Beginning social workers should learn to openly and non-defensively receive feedback  Supervisors should focus on what the social worker does well in addition to errors in communication  Social workers should monitor their own growth (such as using videotapes for self- observation) Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc. EPAS 2.1.1b, 2.1.1f

3.  Probably effective if they:  Continue to explore the problem or topic  Express pent-up emotions  Engage in deeper self-exploration  Volunteer more personally relevant information  Affirm the validity of the response verbally or nonverbally  Probably ineffective if they:  Reject the response verbally or nonverbally  Change the subject  Ignore the message  Appear confused  Become more superficial, impersonal, emotionally detached, or defensive  Argue or express anger EPAS 2.1.1b

4. RecommendedNot Recommended Direct eye contact (except when culturally proscribed) Staring or fixating on person or object Warmth and concern reflected in facial expression Avoidance of eye contact Appropriately varied and animated facial expressions Eye level higher or lower than client’s Mouth relaxed, occasional smilesLifting eyebrows critically Nodding head excessively Yawning Frozen or rigid facial expressions Inappropriate slight smile EPAS 2.1.1b

5. RecommendedNot Recommended Arms and hands moderately expressive; appropriate gestures Rigid body position; arms tightly folded Body leaning slightly forward; attentive but relaxes Body turned at an angle to client Three to five feet between chairsFidgeting with hands Lifting eyebrows critically Nodding head excessively Squirming or rocking in chair Pointing finger for emphasis Excessive closeness or distance Talking across desk or other barrier EPAS 2.1.1b

6. RecommendedNot Recommended Clearly audible but not loudMumbling or speaking inaudibly Warmth in tone of voiceMonotonic voice Voice modulated to reflect nuances of feeling and emotional tone of client message Halting speech Moderate speech tempoFrequent grammatical errors Prolonged silences Excessively animated speech Slow, rapid, or staccato speech Nervous laughter Consistent clearing of throat Speaking loudly EPAS 2.1.1b

7.  Reassuring, sympathizing, consoling, excusing  Advising and giving suggestions or solutions prematurely  Using sarcasm or employing humor inappropriately  Judging, criticizing, or placing blame  Trying to convince clients about the right point of view through logic, lecturing, instructing, or arguing  Analyzing, diagnosing, or making glib or dramatic interpretations  Threatening, warning, or counterattacking Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc.

8. Stacking questions Asking leading questions Interrupting inappropriately or excessively Dominating interaction Fostering safe social interaction Responding infrequently Parroting or overusing certain phrases or clichés Dwelling on the remote past Going on fishing expeditions Copyright (c) 2012 Brooks/Cole, a division of Thomson Learning, Inc.

9.  Physical attending  Cultural nuances of nonverbal cues  Other nonverbal cues  Taking inventory of nonverbal patterns of responding  Assess your repetitive nonverbal behaviors  Eliminate nonverbal styles that hinder effective communication  Sustain and perhaps increase desirable nonverbal behaviors EPAS 2.1.1b

10. Relational reactions ▫ Preparatory self-reflection, centering, and planning ▫ Under- and over-involvement of social workers with clients  Classifying social worker involvement  under-involved and negative attitude toward the client  Under-involved and positive attitude toward the client  Over-involved with a negative social worker attitude  Over-involved with a positive social worker attitude Burnout, compassion fatigue and vicarious trauma EPAS 2.1.10b, 2.1.4a, 2.1.1.d, 2.1.10a

11.  Pathological or inept social workers  Cross racial and cross-cultural barriers  Difficulties in establishing trust  Transference reactions  Identifying transference reactions  Managing transference reactions  Guidelines for managing transference reactions  Countertransference reactions  Realistic practitioner reactions  Sexual attraction toward clients EPAS 2.1.4c, 2.1.7a, 2.1.10a, 2.1.10b, 2.2.1b

12. Being unduly concerned about or protective of a client. Having persistent dreams or erotic fantasies about clients. Dreading or anticipating sessions with clients. Feeling uncomfortable when discussing certain problems with a client. Hostilities directed towards client or inability to empathize with a client. Blaming others exclusively for a client's difficulties. Feeling bored, drowsy or tuning out a client. Regularly being tardy or forgetting appointments with certain clients. Consistently ending sessions early or extending them beyond the designated time. Trying to impress or being unduly impressed by clients. Being overly concerned about losing a client. Arguing with or feeling defensive or hurt by a client's criticisms or actions. Being overly solicitous and performing tasks clients are capable of performing. Probing curiosity about a client's sex life. Liking or disliking certain types of clients (may also be reality based).

13. SOCIAL WORKER WITH UNFAVORABLE ATTITUDE TOWARD CLIENT SOCIAL WORKER WITH FAVORABLE ATTITUDE TOWARD CLIENT  Finds it difficult to empathize with the client  Is inattentive to or “tunes out” the client  Has lapses of memory about important information previously revealed by the client  Is drowsy or preoccupied  Dreads sessions or comes late, cancels sessions inappropriately  Is off the mark with interpretations  Client perceives feedback as put- downs  Fails to acknowledge client growth  Never thinks about the client outside of sessions  Withholds empathy inappropriately due to belief in strength  Refrains from interpretation to promote insight  Reflects or reframes excessively without answering  Never considers self- disclosure  Gives advice or assignments that the client feels incapable of carrying out Source: Adapted from J.C. Raine (1996) Under-involvement

14. Source: Adapted from J.C. Raines (1996) SOCIAL WORKER WITH UNFAVORABLE ATTITUDE TOWARD CLIENT SOCIAL WORKER WITH FAVORABLE ATTITUDE TOWARD CLIENT  Has an unreasonable dislike of the client  Is argumentative  Is provocative  Gives excessive advice  Employs inept or poorly timed confrontations  Disapproves of the client’s planned course of action inappropriately  Appears to take sides against the client (or subgroup) or actually does so  Dominates discussions or frequently interrupts the client  Uses power with involuntary clients to interfere in lifestyle areas beyond the range of legal mandates  Competes intellectually  Has violent thoughts or dreams about the client  Is overly emotional or sympathetic  Provides extra time inappropriately  Fantasizes brilliant interpretations  Is unusually sensitive to criticisms  Has sexual thoughts or dreams about the client  Seeks nonprofessional contact with the client Over-involvement

15.  Motivational Interviewing Collaborative partnership Evocation Autonomy  Guiding Principles Empathy and acceptance Understanding that ambivalence or resistance is normal Supporting an individual’s self efficacy and developing discrepancy EPAS 2.1.7a, 2.1.10b